| Essential Skill | Level Required | Example Task |
|---|---|---|
| Reading Text | 1 to 2 | May read about company promotions, procedures, and/or services (1) |
| May read customer information files re: orders and requests (2) | ||
| Document Use | 1 to 3 | May read lists of products, stock numbers, quantities, and prices (1) |
| May read invoices (2) | ||
| May plot information on a graph (i.e., volume of calls) (3) | ||
| Writing | 1 to 2 | Write notes to themselves re: tasks to be completed (1) |
| May write incident reports re: difficult customers (2) | ||
| *Numeracy | 1 to 3 | May receive cash, make change and credit payments (1) |
| May calculate overtime worked (2) | ||
| May calculate discount prices and taxes (3) | ||
| Oral Communication | 1 to 2 | Interact with sales staff (1) |
| Listen to customers describe their needs and respond to inquires (2) | ||
| Computer Use | 1 to 2 | May use a computer to check prices during a sale (1) |
| May use a database to locate a customer’s address or to key in a new order (2) | ||
| Thinking Skills | 1 to 2 | May trace a lost package using a predetermined set of steps (1) |
| May determine whether to accept a returned product without the receipt (2) | ||
| Thinking Skills - Problem Solving | Data currently being updated | |
| Thinking Skills - Decision Making | Data currently being updated | |
| Thinking Skills - Critical Thinking | Data currently being updated | |
| Thinking Skills - Job Task Planning and Organizing | Data currently being updated | |
| Thinking Skills - Significant Use of Memory | Data currently being updated | |
| Thinking Skills - Finding Information | Data currently being updated | |
| Working with Others | N/A | Work independently and as part of a team to ensure that the desk is covered |
| Continuous Learning | N/A | Must keep up-to-date re: information they provide to customers |
| Ongoing computer training re: new technology | ||
| Other Aspects | Physical | Mainly sitting at a desk |
| Should be patient, tolerant, cooperative, polite, and calm | ||
| Have the ability to control difficult situations and have a sense of humor | ||
| Increased computer and telephone technology will mean increased training needs | ||
**Thinking Skills include: Problem Solving, Decision Making, Critical Thinking, Job Task Planning and Organizing, Significant Use of Memory, and Finding Information.
View the external profile (new window) Source: HRSDC
Source: http://www.labourmarketinformation.ca
| Age Bracket | Age Profile |
|---|---|
| 15 to 24 | 750 |
| 25 to 44 | 1835 |
| 45 to 64 | 860 |
| 65 plus | 15 |
Employment prospects for Customer Service, information and related clerks, in the Hamilton, Niagara, Brantford area, are very good for the next few years.
The number of these clerks in the labour force has increased according to the Statistics Canada census. Much of this increase is due to the many Call Centres that have set up business in the Hamilton, Niagara, Brantford area over the past few years. The majority of workers are female but many males are now entering into this occupational group. Due to an increase in call centre businesses in the area and high turnover rates, there will be plenty of opportunities for workers in this occupation.
This is an entry-level occupational group with hiring usually occurring directly out of high school. A growing number of customer self-help applications are being used to process basic transactions, increasing the complexity of customer inquiries directed to customer contact centre agents. Consequently, employers are looking for individuals with the skills to work in a highly integrated, multi-channel environment and who can deal with more complex customer inquiries
| Sector | Number Employed in Niagara | Percentage | |
|---|---|---|---|
| 56 Administrative and support, waste management and remediation services | 1895 | 74.46% | |
| 52 Finance and insurance | 270 | 10.61% | |
| 31-33 Manufacturing | 195 | 7.66% | |
| 51 Information and cultural industries | 185 | 7.27% | |
Correspondence, Publication and Related Clerks (1452), Customer service representatives in banks and other financial institutions (in 1433 Customer Service Representatives - Financial Services), General ticket and information agents (airline) (in 6433 Airline Sales and Service Agents), Receptionists and Switchboard Operators (1414), Retail Salespersons and Sales Clerks (6421), Supervisors, Library, Correspondence and Related Information Clerks (1213), Ticket and information clerks (except airline) (in 6434 Ticket Agents, Cargo Service Representatives and Related Clerks (Except Airline)
Source: http://www.labourmarketinformation.ca
